Shipping Methods & Carriers

We deliver packages via United Parcel Service, Inc. (UPS) and United States Postal Service (USPS). For packages shipped within the United States, you can select UPS Ground Residential, UPS 3-Day Select, UPS 2nd Day Air, UPS Next Day Air, and USPS Priority Mail. The only delivery method we offer for International Shipments is Priority Mail International. Please contact us if you are interested in having an international order shipped by an alternate method.

Shipping Charges

Our shipping rates are determined by the weight of your package, and include insurance and a small handling fee ($3 or less, except on specially marked items). Our minimum shipping charge is $6.55. If you don't get both Priority Mail and UPS options when you check out (for U.S. orders), please re-check the address and zip code you entered. If your address is entered correctly, either the UPS or USPS web site may be down (try again later if you don't see the option you want), or call us at 1-877-WE-ROCK-U (1-877-937-6258).

When you process an order with our shopping cart, you agree to pay the shipping charges that are displayed for the option you choose. Choosing an invalid option (such as Will Call when you won't be picking your package up at our store) will postpone fulfillment of your order. Shipping charges are non-refundable, except in cases of defective or inaccurately described merchandise.

We understand that there may be times when it might be inconvenient to sign for your order when it is delivered. Unfortunately, because the packages we ship are insured, we cannot mark packages "no signature required." In most cases, your delivery person will decide whether to leave the package if a safe area is available outside your house. We recommend leaving a note at your mailbox or front door on the expected delivery day, asking the driver to do so.

If shipping charges seem excessive (especially on very small and international packages), call us before placing your order at 1-877-WE ROCK U (1-877-937-6258), (505-266-8443 for international calls) or email us to make inquiries. We're happy to work with you and may be able to make alternative shipping arrangements. Be sure you let us know which item(s) you want, as well as the shipping address (including a postal code, if you have one).

Tracking Your Package

If we receive a correct email address with your order, you will receive a tracking number for your package when it is shipped. For UPS packages, go to UPS.com to track your order; an estimated delivery date will be given. For Priority Mail or USPS International packages, go to USPS.com to track your order; USPS updates their records very rarely, and often no tracking information is available until after the package has been delivered.

Will Call (Pay in Store)

If you would like to pick your order up at our Albuquerque store (and pay no shipping charges), choose Will Call (Pay in Store). We will email you when your order is ready to be picked up (usually the next day, Monday through Friday). When you come, be sure to bring a copy of your email order confirmation, your credit card, and identification.

Will Call is available for Mama's Minerals in Santa Fe, too -- just note that you would like to pick up your order in Santa Fe in the Order Instructions/Comments box when you check out. We will contact you to let you know when your order will be available. (If you're picking up your order at the Santa Fe store, please note that there may be up to a two week wait).

Turnaround Time

Ordinary Turnaround Times: We ship within 1 to 3 business days of receiving your order, on Mondays through Fridays before 3:00 p.m. Mountain Time. The estimated turnaround times for domestic deliveries are:

• UPS Ground Residential: 4 to 7 business days
• UPS 3 Day Select: 3 days
• UPS 2nd Day Air: 2 days
• UPS Next Day Air: 1 day (by noon)
• UPS Next Day Air Saver: 1 day (by end of day)
• USPS Priority Mail: 2 to 7 days

The estimated turnaround time for international deliveries is:

• Priority Mail International: 7 to 14 days, but can be longer.

Sorry, but we cannot guarantee delivery times once the package has left our store. For UPS air options, we will refund your shipping charges (minus handling) if a package is delivered late and you contact us within one day of the package's original delivery date. For Priority Mail, there is no recourse for packages that are misrouted and/or delivered later than expected (the Postal Service does not guarantee delivery times). We do guarantee that you will be happy with our in-house turnaround time.

Holiday Shipping Schedule 2009:

• Tuesday, January 1 -- New Year's Day -- no pickup or delivery by either USPS or UPS
• Monday, January 14 -- Martin Luther King Jr's Birthday -- no pickup or delivery by USPS
• Monday, February 18 -- President's Day -- no pickup or delivery by USPS
• Monday, May 26 -- Memorial Day -- no pickup or delivery by either USPS or UPS
• Friday, July 4 -- Independence Day -- no pickup or delivery by either USPS or UPS
• Monday, Spetember 1 -- Labor Day -- no pickup or delivery by either USPS or UPS
• Monday, October 6 -- Columbus Day (observed) -- no pickup or delivery by USPS
• Monday, November 17 -- Veteran's Day (observed) -- no pickup or delivery by USPS
• Thurdsay, November 27 -- Thanksgiving Day -- no pickup or delivery by either USPS or UPS (see additional notes below)
• Friday, November 23 -- Day after Thanksgiving -- no pickup or delivery by UPS
• Thursday, December 25 -- Christmas Day -- no pickup or delivery by either USPS or UPS (see additional notes below)
• Wednesday, December 31 -- New Year's Eve -- no pickup or delivery by UPS
• Thursday, January 1, 2009 -- New Year's Day -- no pickup or delivery by either USPS or UPS.

Shipping for Thanksgiving Day Gifts: In order to receive your gift package no later than November 21st, use these guidelines*:

• UPS Ground (least expensive option), order by 10:00 a.m. on Friday, November 9th
• Priority Mail, order by 10:00 a.m. on Monday, November 12th
• 3 Day Select, order by 10:00 a.m. on Thursday, November 15th
• 2nd Day Air, order by 10:00 a.m. on November 16th
• Next Day Air, order by 10:00 a.m. on Monday, November 19th

Note: Only air and international packages will be picked up or delivered by UPS on Friday, November 23rd.

Shipping for Hanukkah Gifts: In order to receive your gift package no later than December 3rd, use these guidelines*:

• UPS Ground (least expensive option), order by 10:00 a.m. on Wednesday, November 21st
• Priority Mail, order by 10:00 a.m. on Wednesday, November 21st
• 3 Day Select, order by 10:00 a.m. on Tuesday, November 27th
• 2nd Day Air, order by 10:00 a.m. on Wednesday, November 28th
• Next Day Air, order by 10:00 a.m. on Thursday, November 29th

Shipping for Christmas & Kwanzaa Gifts: In order to receive your gift package no later than December 24th, use these guidelines*:

• UPS Ground (least expensive option), order by 10:00 a.m. on Wednesday, December 15th
• Priority Mail, order by 10:00 a.m. on Monday, December 15th
• 3 Day Select, order by 10:00 a.m. on Friday, December 19th
• 2nd Day Air, order by 10:00 a.m. on Monday, December 22th
• Next Day Air, order by 10:00 a.m. on Tuesday, December 23th

Note: APO/FPO orders must be placed by December 8th at 12:00 noon; International orders, by December 7th for Africa and Central & South America and December 15th for other countries.

* During the holiday season, add 2-3 business days to these guidelines if you absolutely must have it on time.

Remember:

• UPS packages do not travel on Saturday or Sunday, but Priority Mail packages do travel on Saturday
• Ground and Priority Mail delivery times are likely to be longer than usual the farther you are from Albuquerque, New Mexico (where we're located)
• Sorry, but we cannot guarantee holiday arrival, due to the uncertainty of UPS/USPS delivery times. However, we have made our best estimates of a "safe" time frame. We pledge to ship out your holiday order in a timely manner (typically within 24-48 hours, unless we must contact you before shipping), and to ship all air packages (UPS 2nd Day and Next Day) the same day, if received by 3pm Mountain Time. If we are unable to ship promptly, we will contact you so you'll always know when to expect your order.

Delays in Shipping

A delay in shipping is usually the result of an incorrect address or credit card number. Please make every effort to include your correct, most current address when filling out the form, and check back over your entry for mistakes before you submit your order.

On the off chance that something you've ordered isn't in stock, we'll contact you immediately. You'll be able to choose whether you want to wait until the item you've ordered comes in or choose another, similar item. Please rest assured that will never substitute another item without your approval.

International Orders

We ship internationally but screen our overseas orders diligently for fraudulent credit card use. All international orders are shipped via Priority Mail International, and are fully insured with the full value declared on the package.

Shipping to other countries is typically expensive and could take from 4 – 40 days, depending on the delivery option you select and the country to which the order is being sent. Be aware that most counties prohibit or restrict the importation of certain items. We will not be able to ship you any prohibited or restricted products. Many countries also charge customs duties, tariffs, and fees, which are usually payable before or upon delivery of your order. You are entirely responsible for such charges, which can be very costly. Contact your local Post Office or Customs Authorities for information about their policies. We do not give refunds on any items purchased or shipping and handling charges if you refuse to pay duties, tariffs, or other fees.

Delivery to Canada

Canada charges customs duties, tariffs, and fees, which are usually payable before or upon delivery of your order. You are entirely responsible for such charges, which can be costly. Contact your local Post Office or Customs Authorities for information about their policies. We do not give refunds on any items purchased or shipping and handling charges if you refuse to pay duties, tariffs, or other fees.

Shipping to Canada may pose some problems (e.g., high customs duties and fees, delays in delivery). For best results, select USPS Global Express Mail as your shipping option.

What's up with this shipping box???

We love Mother Earth -- without her, we couldn't exist! To help her out a little, we often reuse boxes and packing material when we prepare your package for shipping. These may be boxes that we received stock in, our employees brought in from home, or we scrounged from the recycling of other businesses near us. They may be marked up or have other companies' names on them, but we figure it probably doesn't matter much to you, anyway. The newspaper we use for packing material is often from exotic places like Asia, the Middle East, and Albuquerque! (Because we order product from these places.) We never buy styrofoam, so if you find any in your package, it's reused. Please, whenever possible, recycle these materials at your local facilities, or reuse them. Mama appreciates it!

Returns

If you're not happy with your order for any reason at all, please contact us to make arrangements for a return. We'll refund you for the items you choose not to keep. If an item is defective, we'll also refund your shipping charges. We make every effort to choose the very finest items for our customers but realize that tastes differ. Please feel free to include any special requests you may have (color, shape, design, special delivery instructions, etc.) in the "Special Instructions" section on the order form. If you prefer, call us toll-free at 1-877-WE ROCK U (1-877-937-6258) to talk to us personally.

The following conditions apply for a return:

• Merchandise may be returned within 21 days of receipt.
• Goods must be returned in the condition in which they were received.
• Returns must be in their original packaging.
• The purchaser is responsible for all postage costs related to a return, except in cases involving defective equipment. We recommend that you use a trackable shipping method and keep your tracking number until we confirm that we have received your return.
• We do not accept returns on rough rock that is fractured or broken during knapping, cutting, or polishing of the stone.
• We do not give refunds on merchandise or the shipping and handling charges for international orders (including Canada) if you refuse to pay duties, tariffs, or other fees. It's your responsibility to contact local Post Office or Customs Authorities before you place your order to find out what such charges might be.

If you paid for your purchase with a credit card, a credit for your return will be applied to the same card, usually within 48 hours. You'll have to contact your credit card company to find out how long it will take for the credit to be posted to your account.
 
If you paid for your merchandise with a check or money order, you will receive store credit, unless you contact us in advance to request a refund check.

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